>> Advanced Support: Resolve complex issues regarding KYC, international money transfers, foreign exchange (FX) rates, and technical concerns on the website/app.
>>Omnichannel Service Excellence: Respond to chats, emails, and phone calls with a service-oriented mindset to maintain strong customer relationships and maximize satisfaction.
>>Growth Support: Proactively recommend products, special offers, and marketing campaigns to drive registrations, account approvals, and transaction success.
>>KYC Verification: Verify and approve identity documents (KYC/CDD) in strict accordance with company standards and regulatory requirements.
>>Account Management: Manage personal data updates and coordinate account modifications or closures to ensure a seamless process.
>>Internal Liaison: Act as a central point of contact between departments to follow up on and expedite the resolution of customer issues.
>>Complaint Handling: Promptly manage and resolve customer complaints to minimize negative impact and protect the company’s reputation.
>>Data Security: Strictly comply with company regulations and PDPA policies to safeguard customer confidentiality.
>>Communication Quality: Monitor Chatbot accuracy and improve response templates to ensure precise and professional communication.
>>Service Analysis: Consolidate customer feedback and issue reports to propose ideas for system enhancements and process optimization.
>>Retention Support: Analyze customer behavior to offer tailored solutions and strengthen long-term relationships.
>>Operational Reporting: Prepare daily and monthly performance summaries to evaluate service efficiency and trends.
>>Other Assignments: Support additional tasks as assigned to achieve the overall goals of the team and organization.